Holiday Vectoring

Holiday Vectoring enables a set of commands that can be used to write call vectors for calls to be routed on holidays or any days when special processing is required.

This section gives you the information you need to use this vectoring option and includes the following major topics:

Holiday Vectoring overview

Administering Holiday Vectoring

Command set

Holiday Vectoring considerations

Holiday Vectoring OverviewHoliday Vectoring is an enhancement that simplifies vector writing for holidays. It is designed for customers who need to reroute or provide special handling for date-related calls on a regular basis.

This feature provides the user with the capability to administer as many as 99 different Holiday Tables, then use those tables to make vectoring decisions. Each table can contain up to 15 dates or date ranges. All of this can be done in advance to ensure seamless call routing over holidays when staffing is reduced or contact centers are closed.

When vector processing encounters a goto xxx if holiday in table # step, it determines if the current date and time qualifies as a holiday according to the given table. That information is then used to decide whether the goto condition is true or false, and therefore, whether to goto the given step or vector or not. The date and time match is done at the time that the call is in vector processing. It is done just like time-­of-day routing.

The Holiday Vectoring feature is not limited to holiday use, but can also be applied to any date-related special processing. For example, vectors can be modified or created to perform special processing during a two-week television promotion or a semiannual sale.

This feature was developed in response to customer needs, especially for some customers who may have as many as 30 bank holidays to administer throughout the year. Holiday Vectoring streamlines vectoring tasks and ensures seamless operation over holiday (or special-event) periods.

Without this feature, contact center administrators had to write special vectors for each holiday or other special date-related circumstances, and make sure that these vectors were administered at the appropriate times. In some cases, administrators were required to go to work on holidays just to administer vectors. This feature was developed in response to customer needs, especially for some customers who may have as many as 30 bank holidays to administer throughout the year.